Troubleshooting

Check out the help desk or contact support@das-element.com

Logs

Its always a good starting point to check the log files.
Please make sure to send the logs files to the support if you create a new ticket.

Linux/Mac
~/.das-element/logs

Windows
%USERPROFILE%/.das-element/logs

Known issues

Issue	OS	Solution

Issue	OS	Solution
Everything is somehow wired	all	Try to restart the application
There is an error screen or a blank page	all	hit `Ctrl+r` to reload the page
`Error 10061 connecting to 127.0.0.1:6379. No connection could be made because the target machine actively refused it.`	all	That is a problem with the caching server. Solution 1 the caching server is not running. Restart application. Solution 2 the firewall is blocking the caching server. Add redis-server to your trusted applications. There is no need for the application to access the network. It runs locally on your own computer.
`[24377:0812/042355.069283:FATAL:setuid_sandbox_host.cc(158)] The SUID sandbox helper binary was found, but is not configured correctly. Rather than run without sandboxing I'm aborting now. You need to make sure that /tmp/.mount_das-elZOz7Kl/chrome-sandbox is owned by root and has mode 4755.`	CentOS	Before version 1.1.4: Run the AppImage with `--no-sandbox` flag: `das-element_x.x.x_lin.AppImage --no-sandbox`
		If you a running a VirtualMachine, sometimes the /deve/shm is out of space.

License

Firewall

On the license server your need to open to port in the firewall for the ISV server and default RLM port.
The default RLM port is 5053 using both TCP & UDP.

This ISV server port changes after every restart of the license server if it is not defined in the license file.
To make it permanent edit the beginning of the license file to something like this:

HOST vfx-license 0b6q56b81ba5 5053
ISV daselement port=55725

Communications error with license server (-17)
Connection refused at server (-111)

Make sure your license server is running and that your client is setup correctly.

Bad hostname in license file or port@host (-43)
Bad hostname for network connect (-131)

Seems like the hostname can’t be correctly resolved to a IP address. Check your DNS server.

License init error: -195

This happens on some MacOS systems. The software opens and closes directly a second later.

Please create this directory with the following 2 commands:

sudo mkdir "/Library/Application Support/Reprise"
sudo chmod 777 "/Library/Application Support/Reprise"

Database

Linux

Creating SQLite database failed

The process of creating a SQLite database fails and the following error message is shown:

ModuleNotFoundError(“No module named '_sqlite3'“)

Solution

You probably have a Python version installed but there was an issue during the installation process. SQLite should ship with Python by default if you install it. Try to reinstall that Python version.

Tags & Categories

Ingest View

Why are there default categories in the Category Dropdown for an element?

Here the categories will show up that are defined in the Hierarchy Tree (Settings → Category/Hierarchy) even if the categories don’t exists in the database yet.

Hooks

To debug the Python Hook files please check out this link